Senior, Customer Experience Digital

Be part of an amazing story. Macy’s is more than just a store. We’re a story. One that’s captured the hearts and minds of America for more than 160 years. A story about innovations and traditions…about inspiring stores and irresistible products…about the excitement of the Macy’s 4th of July Fireworks, and the wonder of the Thanksgiving Day Parade. We’ve been part of memorable moments and milestones for countless customers and colleagues.

Those stories are part of what makes this such a special place to work.

The Senior, Consumer Insights, is a customer-obsessed problem solver who leverages multiple data sources, including customer experience (CX) data (NPS & CSAT), primary and secondary customer research, customer engagement and behavioral data, and journey analytics, to generate actionable insights and motivate teams into action. They collaborate across functions, partnering with teams in Stores, Digital, Product Management, Marketing & Strategy, to surface points of friction for the customer and serve as a strategic partner in ideating, optimizing, and tracking progress against solutions.

• Lead strategic customer research, utilizing CX Feedback, NPD market share data, or primary research.
• Own CX measurement and provide strategic support for large-scale and cross-domain initiatives. This involves leveraging data and insights from our established CX survey system, measuring NPS & CSAT, and incorporating additional customer data sources when relevant.
• Support CX opportunity business case development, including quantifying the customer impact of experience changes expected to either degrade or improve the customer experience. This includes utilizing the linkage between key CX metrics and sales/profit.
• Independently act as a strategic partner in prioritization, solution ideation, and collaboration coordination to address the most significant CX opportunities.
• Proactively identify new areas for analysis, refresh surveys based on the strategic objectives of the organization, and ensure that metrics are appropriately used in dashboards, planning goals, KPIs, etc.
• Partner and build relationships with key stakeholder teams, including customer and product analytics, digital product management, logistics, store operations, loyalty programs, and personalization.
• Collaborate across the Consumer Insights team and other analytics partners to provide context and explanation to data findings.
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.

Analytical

Skills:

Ability to effectively analyze data from various sources to derive meaningful and actionable insights.

Project Management: Proficient in managing projects, processes, and organizational tasks. Capable of handling multiple projects simultaneously and delivering high-quality results promptly.

Communication: Excellent written and verbal communication skills to influence business partners and senior leaders across the organization.

Interpersonal

Skills:

Outstanding interpersonal skills, capable of collaborating effectively using a broad range of influence styles to achieve desired outcomes. Regarded as a true team player.

Proactive Work Style: Demonstrates a proactive approach to work and the ability to work independently, managing activities efficiently. Comfortable operating in ambiguous environments and capable of bringing structure to such situations.

Self-Initiative: Self-starter with a strong sense of curiosity, persistence, and flexibility. Possesses a "can-do" attitude and is eager to take on challenges.

• Candidates with a bachelor’s degree or equivalent work experience in a related field are encouraged to apply. MBA preferred.
• 4-7 years of professional work experience, ideally with ecommerce, omni-channel retail, or management consulting experience.
• Regularly required to sit, talk, hear; use hands/fingers to touch, handle, and feel. Occasionally required to move about the workplace and reach with hands and arms. Requires close vision.
• Able to work a flexible schedule based on department and company…